Manager I, Content Program Management (Operations)

TL;DR

Manager I, Content Program Management (Operations): Leading critical initiatives in operations content and knowledge base management to support business growth and customer satisfaction with an accent on content strategy, process optimization, and cross-functional collaboration. Focus on building scalable knowledge systems, leveraging AI-powered tools, and coaching a global team of writers and editors.

Location: Must be based in Florida, Georgia, Idaho, North Carolina, Texas, or Michigan.

Salary: $90,654–$128,513 (varies by location).

Company

A values-driven tech company connecting pet parents with trusted pet care across the U.S., Canada, Europe, and Australia.

What you will do

• Lead, coach, and develop a global team of content writers and editors.
• Co-own the knowledge base content strategy to ensure frontline agents have access to accurate, up-to-date information.
• Identify and solve process gaps, including evaluating opportunities to leverage AI-powered content and search tools.
• Drive go-to-market program and project management for operations customer service.
• Assess program impact through data analysis and stakeholder feedback to drive continuous improvement.
• Build roadmaps, prioritize initiatives, and coordinate across cross-functional teams.

Requirements

• Must reside in Florida, Georgia, Idaho, North Carolina, Texas, or Michigan.
• 2+ years of experience as a people manager and content leader in an operations or customer-facing environment.
• 2+ years of experience in business analysis, program management, and project management.
• Strong knowledge of content and knowledge management methodologies and help center systems.
• Proven data analysis skills and financial acumen.
• Ability to build stakeholder relationships and achieve organizational alignment.

Nice to have

• Experience in a fast-paced tech or startup environment.
• Experience in a marketplace or B2C organization.
• Familiarity with AI-powered tools for content creation and curation.

Culture & Benefits

• Competitive compensation with 401k match and long-term incentive plan.
• Comprehensive benefits package including medical, dental, and vision insurance.
• Flexible PTO and commuter benefits.
• Pet-friendly culture with pet benefits and adoption assistance.
• Regular team activities and catered lunches.